Resume of Help Desk Technician

Title
Help Desk Technician

Primary Skills
Advanced Application and System Troubleshooting, Strong troubleshooting and problem solving skills

Location
US-CT-Milford

Posted
Feb-15-08

SOFTWARE APPLICATIONS
MS Office Suite (Word, Excel, Powerpoint, Access, MS Visio)
Backup: Arc serve 6.1/2000
Programming Languages: HTML
Internet Security: Norton Corporate Edition Antivirus
Web Browsers:Netscape,firefox & MS Explorer
Mail Clients: Outlook/Exchange Lotus Notes
Citrix, Tivioli, Metaframe, Netview, SAP 4.0.

SYSTEMS KNOWLEDGE
* Operating Systems & Networking Protocols: Windows 2000/XP/Vista UNIX/AIX/Linux
Network cards, hubs, routers, switches, network cabling, TCP/IP, DNS, DHCP,SMS

HARDWARE
AS/400, IBM, Dell, HP, Compaq PCs, laptops, SCSI Compaq/Dell tape backup drives, , SCSI/ATA/ULTRA ATA hard drives, SCSI controller cards, SIMMS, DVD, CD-ROMS/CD-RW, sound cards, video cards, motherboards, scanners, monitors, IBM/Cannon/Xerox /HP printers, digital video cameras, USB devices internal/external modems.

TECHNICAL EXPERTISE
Advanced Application and System Troubleshooting
Knowledge of System Registry for Windows 2000/XP/Vista
Strong troubleshooting and problem solving skills
Training of personnel
End user problem solving
Help Desk Level 1,2,3
Excellent technical communication skills
Technical writing of Processes and Procedures
Detail oriented multi-tasking with strong organizational skills
Excellent team/independent working skills

CAREER SUMMARY
Customer Care Representative/Help Desk Administrator with 12 years experience diagnosing and resolving technical/customer inquiries. MCP Certified. Proficient in Windows-based environments, Internet, and MS Office applications. Strong working knowledge of Telecommunications Products and Services. Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming and communication skills.

WORK EXPERIENCE
Network Administrator - 2007
Teksystems, Shelton,CT
Six week project for AT&T. Windows 2000/XP Rollout in 21 Stores across CT.
Setup computer systems and related equipment. Performed hardware and software support and installation. IP and MAC Address lock down. Administrator setup and lockdown of company software and hardware standards. Provided in store customer technical support to employess useing POS systems and printer software and hardware problems.Performed routine maintenance on all types of computer equipment and printers. Performed network integration and system tests. Assisted management and other company employees in solving computer related problems. Performed software and driver/firmware upgrades. Maintained data/password security and ensured the integrity of all old equipment is fully erased of of any data. .Diagnosed hardware problems with modems, printers, cables, or software. Scanned all old hardware for asset management inventory. Rollout included Dell and HP desktops and laptops. HP and Lexmark printers and POS equipment for all cash registers and managers.

Technical Support Speciallist - 2005 to 2007
CDI, Southbury,CT
Read technical manuals, conferred with users, and conducted computer diagnostics to determine nature of problems and provide technical assistance. Entered commands and observed system functioning to verify correct operations and detect errors. Maintained record of daily data communication transactions, problems and remedial action taken. Referred major hardware and software problems and defective products to vendors and technicians for service.Analyzed information technology systems to identify threats, vulnerabilities, countermeasures, and residual risk. Administered network monitoring tools.
USF web hosting of over 200 accounts. Server Systems Operations with over 150+ customer account.
3rd shift lead for Change management process for scheduling and surpressing alerts.

Compter Technician Administrator - 2004 to 2004
Teksystems, Shelton,CT
Worked as a Field Computer Technician in multiple enviroments utilizing my current skill set and new skills. Yale Hospital I worked as a Network Administrator over a 8 month project upgradeing there current network to a 1 gigabit network. Rack mounted Cisco routers. Deployed over 200 new P4 HP/Dell desktops. Deployed, installed and setup IP addressing to all laser printers. Setup and configured wireless routers. Other projects included, Pepboys upgrade of all POS systems and server upgrade. Ameriquest Mortgage setup and configured new cisco network though out CT locations. Liberty Mutual deployed HP and Dell desktops and laptops. Upgradeing memory of all employees and backup and restoring of each employee profile. Other projects included:Pepsico,Enterprise Rent a car sales division,Smith Barney Citigroup,Baymont Inn & Suites,American Diabetes Association,Zurich Insurance,CT Farm Bureau Non-Profit Agriculture,GAP Clothing store at Stamford mall,Aeropostal @ New London Crystall mall.

Computer Technnician - 2004 to 2004
AMC, Brooklyn,NY
1 month assignment for Boehringer Ingelheim Pharmaceuticals performing hard drive data wipe and hardware diagnastics on 3,500 IBM and Compaq leased laptops
1 month assignment in Brooklyn as a laser printer technician to repair Lexmark and HP printers in upper and lower mid-town Manhattan.
1 week assignment working with 12 memebers in the Network and desktop support IT team at Fordam University.
Scannned all faculty pc's for Melinda virus outbreak.
Removed old antivirus software. Installed and updated/configured

Windows 2000 Rollout Administrator - 2003 to 2004
Corporate Computer Systems, Hartford,CT

Cordinated events with team lead during pilot program. Deployed 8 Windows 2000 IBM/Dell PC's to 22 Super Stop & Shop stores in Mass,CT,NY and NJ. Setup and configuration on all pc's with a company provided script included new passwords for all employee's and manager's. Network testing and backup and restore performed on all pc's. Hard drive data wipe performed on all old equipment. Deployment of new pc's were for store manager,front desk,cash room,pharmacy,gas station (laptop deployed),training room,
Cordinated events per day with store managers and supervisor for all delivery of new equipment and shipment of all old computer equipment to be pickup by Spacelifters.

Backup & Recovery Administrator - 1999 to 2003
CTG, Southbury,CT
Provided 5 years support for United Health Group's - Managed Server Farm at IBM.
as a Bkup/Recovery Administrator in Corporate Unix/Windows environment.
Assisted Team Lead and Project Manager on a daily basis to cordinate customer data restore's,server/rack deliveries and customer visits.
Pro-activlly monitored all UHG servers useing a Tivioli interface on a AIX/Unix platform.
Responded to a daily pager to provide help desk with Level 2 customer support.
Opened hardware tickets with help desk useing Manage Now and receiving a paragaim ticket for UHG customer tracking.
Cordinated events for on-site support from 3rd party hardware vendors.
Provided database tracking useing Lotos Notes for all emergency tape recalls,daily/monthly backup's and customer data restore's.
Helped grow UHG's server farm from 36 servers to over 450 in four years. Labeled and tracked all window/unix backup tapes for customer as server farm grew.
Provided hands on support for customer with server upgrades,firmware upgrades and hardware/sofeware issues.
Worked with Tape pool supervisior to cordinate shipping and receiving for all UHG deliveries for data restores and shipping off-site for daily/monthly backups and customer data tape recalls.
Prepared for Y2K backup requirements.
Trained new and current employee's to adapt with a fast changing environment.
Assisted UHG project manager design MS Visio Server/Rack location diagram of the UHG Server Farm.
Rewrote the UHG process and procedures to accomdate to a changing environment and keep up on security,data integerty and for audit purposes.

Customer Service/Technical Support Representative - 1999 to 1999
Asset Management Technologies, Cheshire,CT
Design and setup of printer labels for greenhouse growers, nurserymen, and garden centers.
Design and setup of all labels useing lableview labeling software. Worked in a Windows 95 LAN/WAN environment with Windows NT Server 4.0 and Novell 3.12. Provided daily tehnical telephone support AMT's customers for printers, scanners, and programs such as MS Word 7.0, Excel 97, Used Microsoft Access 97 customer database to keep track of warrenty information for repairs on purchased and leased products.
Upgraded Material Management and Bartender Express software on bar code scanners to comply with Y2K standards.Worked with programming department to test a software update for Y2k standards on older software on wireless scanners.Replaced motherboards,print heads,feed switches,print rollers,data communication cables,printer ribbons and firmware chips. Built and tested all software and hardware on new workstations. Repaired and performed routine maintence on Zebra printers,Thermal Transfer printers,Barcode label printers,MC-11 label rewinder,PDA wireless inventory scanners,bar code scanners

EDUCATION
Certificate, Network Administrator - 2003
Branford Hall, Branford,CT
Courses included A+.Network+,Sercurity+,HTML Web page security

Associate, Computer Engenerring Technican - 1999
Goodwin College/Data Institute, Milford & E. Harford, CT

Computer Engenerring Technican - 1997
Gateway Community College, New Haven,CT
Attended for 1 year and then transferred to new college

TRAINING CERTIFICATES
* MCP, Windows 2000 Pro 2002
FDA 2005 to 2007. FDA 2002-2003

Certifications
See above


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